Regional Manager of Customer Success Ajouter aux favoris

About Megaport

We're not your typical tech company - and we don't want to be. Megaport is the global leader in Network as a Service (NaaS), and has transformed the way businesses connect to the cloud, data centers, and each other. We're publicly listed on the Australian Stock Exchange and partnered with the biggest names in tech like Amazon, Microsoft, Google, Oracle, IBM, and more. Headquartered in Brisbane with a crew of over 400 people spread across Asia-Pacific, Europe, and the Americas, our employees enjoy an environment that is collaborative, supportive, and (actually) fun.

Our Team Culture

We're a team of problem solvers, pixel pushers, code slingers, and cloud fanatics. Culture is more than a poster on the wall here - collaboration beats hierarchy, curiosity fuels our growth, and everyone's voice matters. We take our work seriously, but not ourselves. We work across time zones to execute on our global vision, trust each other to get things done, and never compromise our values for commercial gain. Most importantly, we place our customers at the center of everything we do.

We're committed to increasing representation in the tech industry and welcome applicants from all backgrounds. Don't meet every requirement? That's okay. If you're excited about this role, we encourage you to apply.

The Role

Reporting to the Sr. Director of Customer Success - NAM & EMEA, the Regional Sales Manager will lead a revenue-driven Customer Success team responsible for protecting and expanding recurring revenue across the EMEA portfolio.

This role sits at the intersection of retention and expansion. You will drive Net Revenue Retention (NRR) performance by developing a team of commercially-minded CSMs who proactively grow accounts, forecast accurately, and execute disciplined renewal and expansion strategies.

You will be accountable for regional revenue performance, expansion pipeline health, renewal execution, and churn mitigation, ensuring alignment with Sales, Finance, and Executive leadership.

What you will be doing:

Revenue Leadership & Forecast Ownership

• Own regional NRR performance across retention, expansion, and term extensions
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• Lead bi-weekly forecast calls and ensure accurate expansion and renewal forecasting
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• Inspect pipeline quality, commit discipline, and strong upside coverage
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• Partner with Sales leadership to align on shared account strategy and revenue targets
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• Identify revenue risk early and deploy structured save plays
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Expansion & Account Growth Strategy

• Coach CSMs to proactively uncover upsell and cross-sell opportunities
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• Drive product diversification through cross-sells
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• Elevate account planning rigor and discipline to move from reactive service to strategic growth
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• Review QBRs and account strategies to ensure commercial alignment and expansion focus using AI tools such as Gong
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• Support strategic negotiations, pricing alignment, and term extension strategies
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Renewal & Churn Mitigation Execution

• Ensure strategic renewals to preserve and grow customer revenue
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• Establish clear visibility into revenue at risk and mitigation plans
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• Drive proactive executive engagement within key accounts
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• Partner cross-functionally (Sales, Solutions, Support) to preserve revenue
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High-Performance Team Development

• Build and coach a commercially-minded team of CSMs who think like salespeople
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• Conduct structured 1:1s focused on pipeline health, forecast accuracy, and account strategy
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• Reinforce accountability around expansion targets and renewal performance
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• Develop future leaders within the organization
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Operational Excellence & Visibility

• Ensure disciplined execution of onboarding, renewal, and expansion processes
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• Maintain forecast hygiene and Salesforce data integrity
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• Track and report on regional KPIs including NRR, expansion pipeline, churn risk, and renewal coverage
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• Drive transparency through structured reporting and executive-ready rollups
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Cross-Functional Collaboration

• Work closely with Sales, Solutions Architecture, Support, Engineering, Legal, Finance and Product teams to deliver a seamless customer experience
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• Represent your team's insights and feedback in internal discussions to shape product and process improvements
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Customer Advocacy & Insight Sharing

• Act as an advocate for the voice of the customer by sharing feedback and usage trends with Product and Strategy teams
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• Ensure your team is capturing key insights during customer engagements to support continuous improvement
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What we are looking for

• 3-5+ years of experience in customer success, account management, or sales, with at least 2 years in a leadership or team lead capacity
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• Experience managing a team in a fast-paced, tech-driven environment (cloud, SaaS, networking preferred)
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• Proven ability to deliver results in customer retention and account growth
  Strong coaching and people management skills with a passion for developing talent
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• Confident in using customer data and health metrics to drive decisions and prioritize actions
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• Excellent organizational, communication, and interpersonal skills
  Comfortable managing competing priorities and adapting to change
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• Bachelor's degree in Business, Marketing, or related field (or equivalent experience)
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What we offer:

• Birthday Leave
• Creative, fun, and contemporary workspaces
• Motivated team of industry experts and new talent
• Celebrated success with 'Legend' and 'Kudos' Awards
• Health and wellness program
• Opportunities for career growth and potential for global intra-company transfers for interested candidates

#LI-DNI

If you have any questions, please reach out to Megaport's Talent Acquisition Team at [email protected]

NOTE: All Megaport business correspondence is conducted via our business email accounts (@megaport.com). If you have any concerns, please reach out to Megaport's careers team [email protected] directly and we will verify the legitimacy of any communication. Megaport will not ask you to create an account via Microsoft teams, and does not associate with any email accounts under "@megaportau.com".

All applications will be treated in confidence.

Please see Part 2 of our Privacy Policy to see what information Megaport collects from job applicants, why, and how we store and use it. Note that you're entitled to know what personal data of yours Megaport holds, to request updates, rectification, and in some circumstances restriction or deletion thereof if you object (you being entitled to withdraw your consent to our holding your information at any time). Please see Part 5 of our Privacy Policy for more details on this and how to contact Megaport's data protection officer if you have any further privacy-related questions. Candidates who meet the selection criteria will be invited to attend an interview. Strictly no Recruitment Agencies.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.